Refund Policy

1. Overview

This Refund and Cancellation Policy explains how DrinkUp handles cancellations, refunds, and disputes for orders placed through our Platform. It is part of, and incorporated by reference into, our Terms of Service. Capitalized terms used here have the meanings given in the Terms of Service.

DrinkUp is a technology platform, not a seller of food or beverages. The Bar that prepares your order is the merchant of record for the products you purchase. Refund decisions for product issues are made by the Bar; DrinkUp facilitates the refund through our payment processor but does not unilaterally substitute its judgment for the Bar's on product matters.

Quick summary (not a substitute for the full policy):

• Cancel before the Bar accepts your order, get a full refund automatically.
• After Bar acceptance, cancellation depends on whether preparation has started.
• If the Bar can't prepare your order, you'll get a full refund.
• If your pickup is refused because you can't prove you're 21, your ID is unacceptable, or you appear intoxicated, no refund will be issued.
• The DrinkUp convenience fee is non-refundable except where required by law or where the Bar failed to prepare the order.

2. Cancellation

2.1 Cancellation Before Bar Acceptance

You may cancel any order before the Bar accepts it. This is typically a short window (seconds to a few minutes after order submission). To cancel, use the cancel option in the Platform. If you cancel within this window, you will receive a full refund of all amounts charged, including the convenience fee.

2.2 Cancellation After Bar Acceptance

Once the Bar accepts your order and begins preparation, cancellation is at the Bar's discretion. To request cancellation after Bar acceptance:

1. Contact the Bar directly through the Platform's chat function, by visiting the Bar in person, or by calling the Bar.
2. If the Bar agrees to cancel, the Bar will notify DrinkUp through the Platform, and we will process the refund as described in Section 4.

The Bar may decline cancellation if preparation has progressed too far for the order to be reasonably restocked or repurposed. This is at the Bar's reasonable discretion.

3. Refund Scenarios

3.1 Order Not Prepared by the Bar

If the Bar fails to prepare your order — for example, because the Bar is out of an item, closes early, or is unable to fulfill the order for any reason within its control — you will receive a full refund, including the convenience fee. We will attempt to notify you through the Platform as soon as we are aware of the issue.

3.2 Order Prepared Incorrectly or with Quality Issues

If your order is prepared incorrectly, contains a wrong item, has a quality issue, or otherwise fails to meet your reasonable expectations:

1. First, contact the Bar at pickup. The Bar's staff is in the best position to remedy the issue immediately — typically by correcting the item, substituting an item, or providing a partial credit at the Bar.
2. If the Bar cannot or does not resolve it at pickup, contact DrinkUp customer support within 24 hours at hello@drinkupapp.com. Include your order number, a description of the issue, and any supporting evidence (photo, etc.).
3. DrinkUp will work with the Bar to determine an appropriate refund or credit. Final determination on product-quality refunds is made by the Bar; DrinkUp facilitates the process.

3.3 Pickup Not Completed Within the Pickup Window

If you do not pick up your order within the pickup window specified by the Bar, the Bar may dispose of or rebottle the order at its discretion, and you will not receive a refund unless the Bar separately agrees. The exact pickup window varies by Bar and is displayed in the Platform when you order.

3.4 Pickup Refused for Age, Identification, or Intoxication

This is the most important section of this policy. Please read carefully.

Under our Terms of Service (Section 6) and Florida law (Fla. Stat. § 562.11), Bars are required to verify the age and condition of customers picking up alcoholic beverages. The Bar will refuse to release alcoholic beverages — and may refuse to release the entire order — if:

• You cannot present valid, unexpired, government-issued photo identification at pickup;
• Your identification appears altered, fraudulent, or does not match you;
• You appear to be under 21 and a prudent person would question your identification;
• You appear intoxicated, impaired, or otherwise unfit to receive alcohol;
• The Bar has reasonable cause to believe you are purchasing on behalf of a person under 21.

If your pickup is refused for any of the reasons above, no refund will be issued. You remain responsible for the full cost of the order, including the alcoholic beverages, taxes, tip, and convenience fee. This is because:

• The Bar has incurred the full cost of preparing the order;
• The Bar cannot legally release the order to you and cannot legally resell prepared alcoholic beverages;
• You agreed to this policy when you placed the order;
• The risk of refused pickup is entirely within your control (you choose whether to be 21+, sober, and able to produce ID at pickup).

To avoid this outcome: only order alcohol if you are 21 or older, you have valid government-issued photo identification with you, you will be sober at pickup, and you will personally pick up the order at the Bar.

3.5 Bar Closed, Inaccessible, or Unable to Operate

If the Bar is closed when you arrive within the pickup window, is inaccessible due to circumstances within the Bar's control, or is otherwise unable to release your order through no fault of yours, contact DrinkUp customer support and we will process a full refund.

3.6 Force Majeure

If pickup is prevented by circumstances outside the reasonable control of both you and the Bar (such as severe weather, power outages, government emergency orders, or evacuations), we will work in good faith with you and the Bar to determine an equitable resolution, which may include refund, credit, or rescheduling.

4. The Convenience Fee

The DrinkUp convenience fee compensates DrinkUp for providing and operating the Platform. The convenience fee is non-refundable except in the following circumstances:

• You cancel before the Bar accepts the order (Section 2.1);
• The Bar fails to prepare the order (Section 3.1);
• The Bar is closed, inaccessible, or unable to operate (Section 3.5);
• A refund of the convenience fee is required by applicable law.

The convenience fee is not refundable when pickup is refused under Section 3.4, or when you fail to pick up the order within the pickup window.

5. Refund Processing

5.1 Method

Refunds are issued to the original payment method used for the order. We cannot refund to a different payment method.

5.2 Timing

Once approved, refunds are typically initiated by DrinkUp within one (1) business day. The time for the refund to appear on your account statement depends on your card issuer or bank, and is typically:

• Debit cards: 1–5 business days
• Credit cards: 5–10 business days
• Apple Pay / Google Pay: typically same-day on the underlying card

If you have not seen a refund within 10 business days after we have notified you that the refund was issued, contact us at hello@drinkupapp.com and we will provide proof of the refund issuance for you to share with your card issuer.

6. Chargebacks and Disputes

Before initiating a chargeback with your card issuer, contact DrinkUp. We can usually resolve refund issues faster than the chargeback process, and we may be able to help you understand what happened with an order.

To contact us about an order issue: hello@drinkupapp.com, including your order number, the issue, and any supporting evidence. We will respond within two (2) business days.

Chargeback abuse may result in account termination. Initiating a chargeback for an order you actually received, or for a pickup refused under Section 3.4, may be treated as fraud, may result in immediate termination of your account, and may be reported to your card issuer and to fraud-prevention services. We retain detailed records of every order — including the order itself, your representations regarding age, the time and location of pickup or attempted pickup, any Bar-reported pickup issues, and any communications — for chargeback defense purposes.

7. Tips

Tips you add to an order are paid directly to the Bar. If your order is refunded, any tip is refunded along with the order amount. If your order is partially refunded for a product issue, the tip may be partially refunded at the Bar's discretion.

8. Taxes

If your order is refunded (in whole or in part), applicable sales tax on the refunded amount is refunded along with it.

9. Changes to This Policy

We may update this Refund Policy from time to time. When we make material changes, we will update the "Last Updated" date above and provide notice through the Platform. Changes apply to orders placed after the effective date of the change; orders placed under a prior version of the policy remain governed by the version in effect at the time of the order.

10. Contact

For refund or cancellation questions:

Email: hello@drinkupapp.com
Mail: White Glove Integrated Solutions LLC d/b/a DrinkUp, 4718 Dunquin Place, Tampa, FL 33610

For questions about a specific Bar's products or service, contact the Bar directly.

← Back to home